NICANOR I. MARCELO JR.
Quezon City
Summary
Professional support specialist bringing valuable experience in diagnosing and resolving technical issues. Known for strong focus on team collaboration and achieving results, consistently adapting to changing needs. Proficient in customer service, technical troubleshooting, and effective communication. Experienced with diagnosing and resolving technical issues across various platforms. Utilizes excellent problem-solving skills to provide effective solutions. Knowledge of customer service principles ensures high satisfaction and repeat engagement. Results-driven technical support professional with strong focus on team collaboration and flexibility in dynamic environments. Skilled in troubleshooting, problem-solving, and customer service, ensuring reliable and effective solutions. Valued for adaptability, clear communication, and commitment to achieving high standards in every task.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Support Professional
HONEYWELL INTERNATIONAL PHILIPPINES, INC.
12.2019 - 03.2024
- Resolved complex platform-related issues in cloud computing and mobile applications.
- Facilitated communication between internal departments and external stakeholders.
- Led team creation, mentorship, and supervision within technical support operations.
- Provide prompt and accurate technical support with a focus on quality.
- Ensured all activities were meticulously documented according to specified protocols.
- Handled urgent business-critical issues round-the-clock.
- Implemented standard and customized software solutions.
- Influences on the software life cycle.
- Analyzed defects originating from inbound adapters, outbound adapters, backend systems, and firewalls.
- Reproduced problems in external repositories and client systems.
- Addressed complex problems with effective strategies.
- Enhanced issue resolution processes within Product Management.
- Monitored and managed events triggered by system alerts.
- Enhanced organizational understanding with published research in knowledge management.
Retreat Facilitator
San Beda University
08.2011 - 09.2019
- Directed participants in their scheduled tasks.
- Delivered motivational speeches to audiences.
- Facilitated widespread aid during all phases of the initiative.
Nurse
Philcare
01.2011 - 12.2015
- We are administering healthcare support to individuals.
- Analyze the situation to give the correct regimen
- Recorded all patient activities and administered medications.
- Analyzed patients' medical situations to recommend appropriate triage levels.
Barista
Starbucks Philippines
08.2014 - 03.2015
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
Education
No Degree - Data Science And Machine Learning
Massachusetts Institute of Technology
77 Massachusetts Avenue Cambridge04-2025
B.S. Computer Engineering - specialization in Embedded System
Mapua Institute of Technology
01.2019
BS NURSING -
San Beda College
01.2011
Secondary -
Virginia Centirione Bracelli School
Odiongan, Romblon01.2007
Primary -
Virginia Centirione Bracelli School
Odingan, Romblon01.2003
Skills
- Basic knowledge about programing languages (C, C#, Java, Ardiuno, Assembly, SQL, JSON, )
- Basic knowledge about embedded system
- Basic knowledge about Data communication, computer network design and troubleshooting (CISCO)
- Basic knowledge about Network, Routing and Switching
- Knowledge in AWS cloud
- Basic knowledge in Grafana, Prometheus, and Loki
- Worked with ServiceNow, Jira, confluence, and Zendesk, Citrix
- Certified AWS cloud practitioner
- Knowledge in Jenkins, GitHub, Postman, SoapUI, and Eclipse
- Decision-making
- Verbal and written communication
- Customer service
- Ticketing systems
- Product troubleshooting
- Technical issues analysis
- Product knowledge
- Service support
- Technical troubleshooting
- Analytical thinking
- Customer service expert
- Appointment scheduling
- Ticket support system management
- Security protocols
- Application installations
- Customer success management
- User credential management
- Technical support
- Performance testing
- Software diagnosis
- Business development
- Staff education and training
- Issue escalation
- Information protection
- Technical documents comprehension
- Incident tracking
- Teamwork and collaboration
- Organizational skills
Seminarstrainingsattended
- College of Nursing Leadership Training Seminar
- United Nursing Leadership
- Basic Life Support(AHA)
- Basic ECG
- First Aid and Disaster management
- Advance Cardiac Life Support(AHA)
- Cisco Certified Network Associate (CCNA) Course
- Droid Conference 2017
- ERP Solution - SAP 2017
- Career Development Seminar 2017
- Labor Education for Graduating Student 2017
- AWS Certified Cloud Practitioner (2021)
Projectspapers
- Infusion Control System for Intravenous Fluids using a Flow Control Algorithm
- Flower Storage Container with Temperature Regulator
- Portable ECG using ATMEGA 328p Microcontroller
Awards
Dean's Lister; First Semester SY 2007-2008
Personal Information
- Citizenship: Filipino
- Date of Birth: 05/06/91
- Gender: Male
- Marital Status: Married
- Religion: Roman Catholic
Certification
- Amazon Web Services (AWS) Certified Cloud Practitioner - Amazon Web Services.
- Lean Six Sigma White Belt AI Certification- Prof. Dr. Marcelo Machado Fernandes Lean Six Sigma Master Black Beit ASQ Minitab Certified Trainer
Timeline
Technical Support Professional
HONEYWELL INTERNATIONAL PHILIPPINES, INC.
12.2019 - 03.2024
Barista
Starbucks Philippines
08.2014 - 03.2015
Retreat Facilitator
San Beda University
08.2011 - 09.2019
Nurse
Philcare
01.2011 - 12.2015
Secondary -
Virginia Centirione Bracelli School
Primary -
Virginia Centirione Bracelli School
No Degree - Data Science And Machine Learning
Massachusetts Institute of Technology
B.S. Computer Engineering - specialization in Embedded System
Mapua Institute of Technology
BS NURSING -
San Beda College
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